I started Insurance Blog by Chris™ because I have a passion for insurance. Here at the blog, our job is to educate and inform people about the best insurance for them. Since then, we have grown into national brands with a large team of researchers helping people understand all forms of insurance.

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Rachael Brennan has been working in the insurance industry since 2006 when she began working as a licensed insurance representative for 21st Century Insurance, during which time she earned her Property and Casualty license in all 50 states. After several years she expanded her insurance expertise, earning her license in Health and AD&D insurance as well. She has worked for small health insu...

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Reviewed by Rachael Brennan
Licensed Insurance Agent

UPDATED: Mar 19, 2021

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Wading through all the auto insurance policies and companies can seem overwhelming. There are so many different insurance products from health insurance to pet insurance and everything in between.

Today we’re going to do a deep dive into the world of auto insurance, looking specifically at TruStage Auto Insurance. Now, TruStage Insurance Agency, LLC. is not an actual auto insurance company. Scratching your head in confusion? Let’s clear up the uncertainty.

TruStage is a part of the CUNA Mutual Group, an insurance and financial provider for credit unions. When gathering auto and home insurance quotes from TruStage, you’re actually getting insurance rates from Liberty Mutual and Esurance.

Serving over 19 million people through their network of thousands of credit unions, TruStage offers exclusive discounts through credit union members. In 2017, TruStage received the Celent Model Insurer Award.

This TruStage auto insurance review highlights some of the company’s key attributes.

TruStage Car Insurance

TruStage

TruStage has several auto insurance options available to help customers create the best policy for their individual needs. Policies offered by TruStage are underwritten by Liberty Mutual Insurance and Esurance, the latter backed by the titan insurance company, Allstate.

Listed below are just a couple of the available policy options TruStage has to offer:

  • Collision Coverage: This will pay for damage to the policyholder’s vehicle in the event that it’s involved in a collision with another vehicle or object.
  • Comprehensive Coverage: This will pay for any collisions as well as any acts of vandalism, theft, hail, or fire.
  • Medical Coverage: This takes care of medical bills and funeral expenses if an insured driver, passenger, or pedestrian is injured or killed in an accident.
  • Liability Coverage: This policy protects you from damages caused by the policyholder in the event of an accident.
  • PIP (Personal Injury Protection) Coverage: Insured motorists and passengers are covered for additional medical expenses, loss of wages, and in some cases, additional costs incurred as the result of an accident with this policy.
  • New Car Replacement Coverage: If you total your car in an accident, this coverage offers a replacement with a car that’s one model year new and has 15,000 fewer miles on it.
  • Accident Forgiveness Coverage: This allows for one or two small claims to be filed without penalty.
  • Gap Insurance Coverage: Cars depreciate as soon as you leave the lot. This covers you if you have an accident in a newer car by paying out the gap between what you owe on your lease or loan and the car’s value.
  • Towing and Labor Coverage: Should you need it, this covers any costs for towing your car and repair labors.
  • Rental Car Reimbursement Coverage: If you had an accident or your car is being serviced/repaired, this covers the cost of a rental car during the time you are without your car.

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Claims Satisfaction

There are multiple ways to file a claim through TruStage: calling in, mobile app, or filing online. Once a policy has been created with a TruStage Auto insurance representative, customer contact with the company is usually minimal. Aside from brief calls or visits to update policy information, most contact occurs during the claims process.

When market research firms such as J.D. Power and Consumer Reports perform insurance reviews on major providers, they use unique criteria to determine claims satisfaction ratings. One thing they all have in common is three key performance indicators that are used to rate the claims process: communication, ease of service interaction, and timeliness.

Company Ratings

Although TruStage auto insurance ratings are not shown in the JD Power 2017 U.S. Auto Claims Satisfaction Study, both companies that provide policies to TruStage, Liberty Mutual Insurance, and Esurance, have been ranked. Esurance has been rated 3 out of 5 in all categories except Repairs Process, for which it received a 2 out of 5.

This leaves Esurance with an Overall Claims Satisfaction rating of 3 out of 5, just ahead of Progressive and Auto Club of California Insurance Group and just behind 21st Century and Nationwide. Liberty Mutual is ranked a bit lower, with an Overall Claims Satisfaction rating of 2 out of 5, coming in just ahead of Mercury and COUNTRY Financial and just behind Automobile Club Group and CSAA Insurance Group.

TruStage Customer Reviews

Overall customer satisfaction rankings not only include the claims process but also take into account other communications and interactions that consumers have when shopping for auto insurance. Insurance rankings consider topics such as how well the company addresses questions asked by policyholders and potential clients, as well as how well complaints are handled.

The J.D. Power shopping study contains overall satisfaction ratings for TruStage Auto’s affiliates and their major competitors. Liberty Mutual received an Overall Customer Satisfaction rating of 3 out of 5. It received ratings of 3 out of 5 for both Pricing and Call Center Representative and 4 out of 5 on Policy Offerings, Local Agent, and Website.

This ranks Liberty Mutual just above GEICO and Nationwide, and just below The Hartford and CSAA Insurance Group. Esurance also received an overall rating of 3 out of 5, with individual ratings of 3 out of 5 on all categories except Call Center Representative, for which it received 5 out of 5. This puts Esurance just ahead of State Farm and Travelers and just below Farmers and Progressive.

Complaint Ratio

In the California Complaint Ratio Study, Esurance ranks 26 out of 50, while Liberty Mutual is ranked on the lower end of the study at 45 out of 50. The study calculates a ratio that is based on complaints originating in California, the most populous state. According to the study, Esurance has received a total of 14 justified complaints.

With 263,523 policyholders, the company has a justified complaint ratio of 5.3 per 100,000 policies. Liberty Mutual has a ratio of 14.4, with 379,678 policyholders and 55 justified complaints.

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Pricing

The price of any car insurance policy is determined by a number of factors including, but not limited to:

  • Age
  • Gender
  • Location
  • Driving History
  • Vehicle Itself

With these things in mind, this is why it is so important to compare rates from many different auto insurance companies to ensure that you are getting the best rate for your situation.

Financial Stability

When choosing an insurance provider, it’s important to know that the company will be able to honor its policies in the event of a large-scale disaster.

In order to be sure the company can be trusted, it’s wise to research its financial strength. More information on how to understand financial ratings from the five independent agencies can be found at the Insurance Information Institute.

TruStage Auto insurance ratings show that the company is very strong financially. A.M Best assesses a Financial Strength Rating (FSR) of A (Excellent) and the Long-Term Issuer Credit Rating of “a” for CMFG, the parent company of TruStage.

Moody’s Investors Services gives TruStage a rating of A2, which means that the company is stable with solid financial flexibility.

Trustage Also Offers

TruStage offers several other types of insurance, let’s take a quick look at your options:

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Is TruStage Auto Insurance For You?

After reading the information provided in the above-cited TruStage auto insurance reviews, you should have a better understanding of how insurance ratings work and be better equipped to find an insurance policy that best suits your needs.